US 12,432,302 B2
Priority score-based connection of user device to agent device
Maikl Adly Abdel-Malek Eskander, Seattle, WA (US)
Assigned to Zoom Communications, Inc., San Jose, CA (US)
Filed by Zoom Communications, Inc., San Jose, CA (US)
Filed on Jan. 30, 2023, as Appl. No. 18/161,420.
Prior Publication US 2024/0259498 A1, Aug. 1, 2024
Int. Cl. H04M 3/523 (2006.01)
CPC H04M 3/5233 (2013.01) [H04M 3/5238 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method comprising:
determining that a contact center agent device is available for communicating with one of user devices accessing a contact center server;
periodically calculating priority scores, wherein each priority score is associated with one of the user devices and is based on an elapsed time since the one of the user devices initiated a contact center engagement and a priority level of an account associated with the one of the user devices,
wherein a first priority score associated with one user device is greater than a second priority score associated with another user device at a first time, and the first priority score is less than the second priority score at a second time later than the first time, based on respective elapsed times and priority levels associated with the one user device and the another user device;
selecting, based on the calculated priority scores, a first user device for communicating with the available agent device; and
connecting the first user device to the available agent device via the contact center server.